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I work for a state government agency and had called a client back to explain why we were unable to release his benefits. Basically the 3rd party we use to confirm identity has not confirmed him.
I explained to him the situation and he tells me that he is a veteran and has diabetes and can’t afford his drugs and he has no food.
I offer him food bank info and drug plans and he turns it down saying he can’t use a food bank because of his diabetes.
I try to redirect him to the company that has to confirm his identity and he just comes back saying he verified with them. I know there is an issue because before calling him I had the group that works with the identity verification company verify that that the client has not successfully verified his identity
Then he tells me that I will see an article about how a veteran killed himself because we are not giving him his benefits.
That’s when I had to call his local police for a wellness check. I understand his frustration but please don’t say you are going to kill yourself because I will take it seriously.
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